Webroot

Hello, We apologize for any frustration you have experienced regarding the Webroot CD and are here to help resolve this issueI looked at your support ticket history with the email you provided, and we requested your shipping information on 12/30/so that another CD could be shipped to you If you please update your shipping address in the support ticket, we would be happy to send another CD to you free of charge Also, if there are any other technical issues you have experienced with the Webroot software, these can be addressed as wellThank you, Webroot Support Management

Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Hello, We apologize for any frustrations you have experienced are happy to assist in whatever way we canWe have sent a communication from our support system and ask that you respond so that we can find options that you would be amenable to Thank you, Webroot Support Management Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is completely unsatisfactory and does not resolve my issue - not to mention it being disrespectful - that the only thing they have to say to my complaint is a standard form (probably automated) response saying I should just call them to resolve my issues! DUH!? Like I haven't been trying to do just that all along? And they don't even bother to provide me with a contact person for me to talk to who might have a clue about what's going onThey just expect me to call into their tech support department and start all over again trying to get help with a problem that I have already spent countless HOURS trying to troubleshoot on my own and through their tech support dept already? No, I am not satisfiedI am actually far from satisfiedI believe they owe me a refund at the very least Final Consumer Response / [redacted] (4200, 11, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I HAVE ALREADY RESPONDED TO YOUR EMAIL ASKING ME TO PROVIDE A TELEPHONE CONTACT NUMBER AND THE BEST TIME TO REACH ME!!!! I PROVIDED THIS INFORMATION LAST WEEK!!!! NO ONE HAS CONTACTED ME BACK!!! I DON'T SEE HOW YOU CAN CONSIDER THIS A RESOLUTION IN ANY WAY WHEN YOU HAVEN'T EVEN BOTHERED TO CONTACT ME ONCE YOU REQUESTED MY CONTACT INFORMATIONAS I HAVE SAID, I ALREADY UNINSTALLED THIS SOFTWAREI SIMPLY WANT A REFUNDTHAT IS ALL I WANTI BELIEVE I AM ENTITLED TO ONE CONSIDERING THE HORRENDOUS AMOUNT OF TIME AND EFFORT I HAVE HAD TO SPEND DEALING WITH WEBROOT'S FAULTY SOFRWARE, ITS RUDE CUSTOMER TECH SUPPORT, IT'S INABILITY TO RESOLVE THIS PROBLEM WITH ME BY DIRECT MEANS OTHER THAN BY SENDING ME FORM EMAILS (WHICH I HAVE ALREADY RESPONDED TO)CLEARLY, THESE MESSAGES MUST BE AUTOMATED AND NO HUMAN BEING IS ACTUALLY DEALING WITH MY COMPLAINT, NOR APPARENTLY DO THEY CAREI DO NOT APPRECIATE WEBROOT'S UNDERHANDED ATTEMPTS TO PUSH THE ONUS FOR RESOLVING THIS COMPLAINT ONTO ME, THE COMPLAINANTI HAVE RESPONDED TO THEIR EMAILSI HAVE GONE THROUGH THEIR TECH SUPPORT DEPTI DID SO NUMEROUS TIMES BEFORE I FILED THIS COMPLAINTAND STILL I HAVE RECEIVED NO ACTUAL REAL HELP IN RESOLVING THIS COMPLAINTI WANT THE Revdex.com TO BE AWARE THAT THE MANNER IN WHICH I AM BEING TREATED NOW BY WEBROOT IS PAR FOR THE COURSE AS TO HOW THEY HAVE TREATED ME ALL ALONGI AM CLEARLY NOT BEING LISTENED TO BECAUSE I HAVE ALREADY WRITTEN IN MY COMPLAINT THAT I AM SEEKING A REFUND, YET WEBROOT STILL INSISTS I NEED TO SPEAK TO THEIR TECH SUPPORT DEPT YET AGAINHOW MANY TIMES AM I EXPECTED TO DO SO AND STILL REMAIN FRUSTRATED??? I DON'T APPRECIATE THE SLEAZY MANNER IN WHICH WEBROOT CONDUCTS BUSINESSTHEY HAVE BEEN WEASELY AND UNDERHANDED IN BRUSHING ME OFF WITH THEIR FORM EMAILS AND THEN TRYING TO MAKE IT SEEM AS THOUGH I AM THE ONE NOT RESPONDING TO THEMFURTHERMORE, THEY ARE OUTRIGHT LYING THAT I HAVEN'T RESPONDED TO THEM, BECAUSE I HAVEAS I HAVE SAID AGAIN AND AGAIN AND AGAIN AND AGAIN, I HAVE ALREADY TRIED TO WORK THIS OUT WITH THE TECH SUPPORT DEPTTHAT SHIP HAS SAILEDI AM SEEKING A REFUNDPERIODI WILL NOT BE SATISFIED WITH ANY OTHER OPTIONI STATED THIS CLEARLY IN MY COMPLAINT AND I AM TIRED OF REPEATING MYSELF, BUT, YET AGAIN, THAT IS PAR FOR THE COURSE WHEN DEALING WITH WEBROOTTHERE IS NO BENEFIT FOR ME IN DEALING WITH THEIR TECH SUPPORT DEPT WHEN I NO LONGER WANT TO BE A CUSTOMER OF THEIRS AND CONTINUE TO USE SOFTWARE THAT IS (A) NOT WORKING FOR ME AND (B) BE FORCED TO HAVE TO RESORT TO THEIR HEINOUSLY BAD TECH SUPPORT IN THE FUTUREIT IS OUTRAGEOUS THAT I AM LITERALLY BEING COERCED TO ACCEPT A RESOLUTION OTHER THAN THE ONE I AM SEEKINGIT IS OUTLANDISH THAT THEY ARE IGNORING MY COMPLAINT ENTIRELY AND ATTEMPTING TO HERD ME TOWARDS THEIR TECH SUPPORT DEPT TO SEEK A RESOLUTION THAT I DON'T WANT AND HAVE NOT FILED THIS COMPLAINT IN ORDER TO RESOLVE IN THAT MANNERIF I HAD WANTED TO CONTINUE TO TALK TO TECH SUPPORT, I WOULD NOT EVEN HAVE BOTHERED TO FILE THIS COMPLAINT IN THE FIRST PLACEFURTHERMORE, WHEN I DID SO, I DO NOT RECALL AN OPTION TO CONTINUE TO BE FORCED TO WORK WITHE THEMI DOUBT ANYONE IS EVEN READING THISHOW MANY MORE TIMES AND IN HOW MANY MORE WAYS DO I NEED TO SAY THIS IN ORDER TO MAKE MY MEANING CLEAR? I HOPE AND PRAY THAT I HAVE AT LAST SUCCEEDED IN STATING MY CASE CLEARLYNO ONE HAS ELEVATED THIS COMPLAINT BEYOND THE LEVE OF TECH SUPPORTWHAT IS MORE, I HAVEN'T EVEN BEEN PROVIDED WITH A NAME OR A NUMBER IN WHICH TO REACH WEBROOT MYSELFI HAVE HAD NO APOLOGY FROM WEBROOT OR EVEN ANY HUMAN INTERACTION WITH THEIR CORPORATE DEPTAND, AGAIN, I STILL HAVE NOT RECEIVED A PHONE CALL EVEN THOUGH I EMAILED THEM WITH MY CONTACT INFORMATION AND THE BEST TIMES TO CALL MELTHEY ARE A [redacted] COMPANY AND THE MANNER IN WHICH THEY HAVE CONDUCTED THEMSELVES WITHE RESPECT TO THIS COMPLAINT MERELY PROVDES MY POINT Final Business Response / [redacted] (4000, 13, 2015/07/27) */ Hello, My name is [redacted] and I am a SrManager for WebrootI apologize that you feel that we haven't been responsive to your requestWhile I can understand your frustration, I would like to clarify that we have made multiple attempts to contact you in order to resolve this matterAs mentioned, our records indicate that we have, in good faith, been trying to talk with you personally about thisWe asked for a time that we could discuss options with you on 7/13/We called again on 7/16/at 4:04pm MT and were unable to leave a voicemail message at that time, however, we sent another message to you On 7/18/15, a Saturday, outside of Webroot business hours of operation, your response indicating your availability, (Tues-Friday evenings PST) was submitted to our ticketing system indicating a time that you could be reachedAnother call was made to the phone number provided on 7/24/15, when the supervisor handling your case was assigned your reply We apologize for not seeing your response in a timely manner, however, we do want you to know that we are not in a way, attempting to inflame the issue, frustrate you or create further issues It is our hope and desire to handle this matter amicably and professionallyI will call you today to let you know what I have in mind in order to resolve this matter Kind regards, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/29) */ Hello [redacted] , We sincerely apologize for the inconvenience that our [redacted] might have caused youThe automatic renewal transaction, Invoice Number: RAXXXXXXXXXXX, has been fully refunded in the amount of $ [redacted] has been permanently cancelled on your subscription, so there will be no future automatic renewalsYou should have received two notifications via e-mail in regards to this yesterday after we did the refundOne is confirming the refund and one confirming the auto-renewal feature has been turned offIn addition, you have been removed from or mailing list and will no longer receive further email offers If you have any additional questions, please contact our sales department at X-XXX-XXX-XXXX, 7AM-7:30PM MST Monday through Friday or 7AM-6PM MST Saturday and Sunday, and a sales agent will be more than happy to assist you Thank you, [redacted] Sales & Service Webroot Inc [redacted] XXXXX Phone: [redacted] Web: www.webroot.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund has been received

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Hello, We apologize for any frustrations that you have experienced with the Webroot SecureAnywhere product and we are here to help in resolving any issues you have encountered I have searched the email you have provided and find no purchases under this email, nor any support requests in our support ticketing systemWhat has most likely occurred is that you have spoken to a third party technical group and not Webroot directly Webroot does not offer a lifetime subscription to our product, nor do we charge for technical supportI have sent an email requesting a callback time so that we can investigate the issues you are reporting and offer any assistance to the Webroot product you have purchased and ensure that your computer is free of infectionIf you could please reply back to this email, we are happy to help Thank you, Webroot Support Management Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a copy of the payment I made to receiveLifetime protectionI think the company is responsible for their product and should be more diligent in making sure only reputable companies can sell their productI am more than willing to provide a copy of the payment that was made for their product Final Business Response / [redacted] (4000, 9, 2015/07/15) */ Hello, We have sent a follow up response over our ticketing system that we communicated earlierIf you could please reply to that message, we will be happy to assist Thank you, Webroot Support Management Final Consumer Response / [redacted] (2000, 11, 2015/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]